This topic describes how to turn Zendesk Talk on and configure the general settings.

To enable Zendesk Talk

Click the Admin icon () in the sidebar, then select Channels > Talk.

Set Enable Talk to On.

Configure additional settings as detailed in the table below.

Click Save.

Talk setting

Description

Enable Talk

Determines whether Zendesk Talk is enabled.

Maximum queue size

Your call queue size determines how many incoming calls will be kept waiting for an available agent, whether on hold or in the callback queue, before being sent to voicemail.You can select one of the following queue sizes:

0251015If you use Talk Professional or Enterprise, you can also select the following queue size options:20253035404550

Maximum queue wait time

Callers who wait longer than the time specified in the maximum queue wait time are sent to voicemail. Maximum queue wait time is ignored after a call is transferred. You can select one of the following wait times:

When agents forward calls to their phones, this option requires agents to press a key before the call is connected to indicate that a person is answering the call and not an automated voicemail. This prevents calls from forwarding to an agent's personal voicemail if they do not answer. Forwarded calls not answered with a key confirmation are routed to the voicemail system and recorded in a ticket.

If your agents forward calls to a phone system where personal voicemail boxes are not an issue, you can disable this option so that agents are immediately connected to callers when they answer.

You can make this work using Agent Groups and adjusting the Routing of your Voice calls in your Voice settings.

The first thing you'll need to do is create a group for yourself, and a different group for your colleague.

Then, go to your Voice settings, and from the Numbers tab, click on Routing. From there you'll be able to choose which groups Voice calls get routed to, and you can set a default group where calls will always be routed first provided agents are available.

This should get you where you want to go. Let me know if you need anything else!

I'm afraid it's not. The call will not ring in two locations at the same time. It'll go to the first available agent, then the next if the first agent doesn't answer. You have the option to make yourself unavailable if you're not able to take calls at a point during your day, whereupon the call will automatically be routed to the other agent in your group, provided he's available. You can also set yourself as available and opt not to answer the call, whereupon it'll be routed to the next agent.

Question 1
What about if I set up three groups to be the same so:
First Response: Conrad + Daniel
Second Response: Conrad + Daniel
Third Response: Adam
In this instance would it go to Conrad or Daniel, then Daniel or Conrad depending on who it didn't go to in first response, then Adam?
No problem if the groups don't work exactly like that. I'm just trying to understand the functionality as best as possible.

Question 2
Is there a way we can set it up that when someone calls they are prompted to 'press 1' to be forward to a particular department and 'press 2' to be forwarded to another.

Question 3
Is there a way we can call from our Zendesk number from a mobile rather than from the browser.

Here are your answers in order: 1. Voice doesn't prioritize groups in any fashion. So if any of those three groups are being routed calls from a number, each agent within those groups has the potential to get the call first. It depends on who's the "most available," i.e. who has spent the most amount of time online as well as who has taken the fewest calls in the past 24 hours. 2. There's no auto attendant functionality at this time; if you have multiple departments we'd suggest adding additional number(s) and setting the group routing accordingly. 3. There is indeed! Info can be found here: https://support.zendesk.com/hc/en-us/articles/203690836-Receiving-and-placing-calls-in-Zendesk-Talk#ariaid-title4

This article references voicemails automatically becoming tickets that contain the recording and a transcription. Is there a setting that needs to be in place for the transcription to work? Our zendesk is creating tickets off of voicemails, but I don't see the transcription anywhere.

You actually opt into Voice transcription when you subscribe to the service, so you'll find that option under your subscription settings. Bear in mind that only the account owner can manage subscriptions in Zendesk.

We would like to route calls from an existing number into Zendesk but roll them immediately to voice mail, and we'd get back to the customer at a later time after gathering information on their issue. Is there a way for calls to roll directly to voice mail?

Right now, the phone number we want to use is routing into my desk phone (which has its own number as well). We want to take that number off my phone and connect it to Zendesk. I'm not sure whether porting the phone number to Twilio or rerouting it to a Zendesk number would be better for us, could you please briefly tell me the pros/cons of each? We need the most cost-effective option, as support is only a part-time role in our company right now. Also, what are the per-minute cost differences between toll-free and local numbers?

We just started a voice trial and added an agent with a forwarding number, however we contact the support number we choose the call never arrives at the agent phone even if is available "via:phone". via "browser" it works.

We believe to have made the correct configurations. The response that we get when choose the phone option is that "no support agents are available", despite they are.

I'd really like to use Zendesk for making and receiving calls, but we need to use the caller ID for the company phone. As I understand it the only way we can set out own caller ID is to port our number to Zendesk? This isn't going to happen because we use the same Twilio number for other services such as SMS.

Could you tell me if it's now possible to set our own caller ID, even if it has to be a configuration at your end?

Is there a way to schedule when to turn your phone on? I come in some mornings and totally forget to turn on my zendesk phone, but would be cool if you could schedule it just when to be on. Obviously just a 'good to have' not a 'need to have'

I'm currently in a trial of ZenDesk Talk, and I want to demo forwarding to an agent phone, but the option is greyed out and it says 'not configured.' I can't find the correct way to configure this setting. Can anyone offer some help with this? Thanks!

You need to buy the service only for using the Talk feature and you get 1$ as a trail so that you can check how Talk works, If you like the service, you need to go for credits as per requirement. As per my views, Talk is awesome !!!

@Ezra Fermanis : As of now I could not find an option to automatically turn on Talk however you can search for browser macro which might help,, which might do the automation. I was wondering (I might be wrong) if you or anyone from your team is not ready, and suddenly call comes, customer may not get appropriate response as she/ he needs to get from your team.

That's helpful, thank you! What happens if we have our voicemail turned off? We have callers saying that they are put on hold for a period of time, as long as 6 minutes, and then abruptly disconnected. That doesn't match our max queue time either. Curious as to why this would happen?

In the meantime we've increased our max queue size and it seems to have helped but want to understand how/ why this is happening.